Active Signposting


Non-Medical Telephone Triage


A Win-Win for everyone in the GP Practice Community

Active Signposting


Non-Medical Telephone Triage


A Win-Win for everyone in the GP Practice Community

Active Signposting


Non-Medical Telephone Triage


A Win-Win for everyone in the GP Practice Community

ACTIVE SIGNPOSTING

Active Signposting is a Win-Win for the entire Practice community, offering the potential to free up to 26% of GP’s consultation time by referring patients that do not need to see a Doctor to more appropriate healthcare professionals – within or outside of the Practice.

DNA Insight’s ‘Reception Plus’ training program for GP Practices is designed in accordance with Health Education England’s Competency Framework for Care Navigators.

Successful completion of the course meets the requirements of the ‘Essential Level’ of the three tiered Competency Framework, designed for GP Practice Care Navigators. As such, it also provides a qualifying level of CPD for those seeking to build a career in Care Navigation throughout the NHS

Our ‘Reception Plus’ programme is a flexible training package designed to meet the needs of GP Practices in which staff are working at full capacity. It recognises that Practices have differing levels of readiness to adopt Active Signposting and the Programme is therefore customised to suit the unique needs of each individual Practice or Locality.

The ‘Reception Plus’ Programme

The Programme is conducted through initial consultation with Locality/Neighbourhood Leads and their Practice Managers to determine the services ready for signposting in their Localities, and the desired outcomes and timescales of the Programme. This information is then used to build the unique scenarios and exercises deployed in the Workshop part of the Programme.

The consultation is followed by a morning or afternoon face-to-face workshop for Receptionists which lasts between 2 -3 hours and is led by an accredited DNA Insight consultant. Typically, Receptionists are brought together from different surgeries in a Locality for group training.

The optimum number of participants at each Workshop is 10 -15. Whilst this can be increased if desired, it can extend the duration of the Workshop slightly in order to accommodate the necessary role play exercises.

A number of sessions are normally needed in each Locality area to accommodate those Receptionists who are part time or who need to cover while others attend the Workshop.

The Active Signposting Workshop

 Our entire approach to Active Signposting is Outcome based, and we recognise that every GP Practice and Locality is unique in in terms of its readiness and appetite for the introduction of Active Signposting.

In addition to the pre-training consultation with Locality/Neighbourhood Leads and Practice Managers, we also provide 6 months of post-training support to Practice Managers and GPs to help them embed Active Signposting in the Practice. This also allows us to capture the qualitative and quantitative data needed to demonstrate the value of Signposting to other Practices and the CCG.

The first part of the Workshop is largely focused on sharing the techniques used to establish a rapport with patients, and encourage them to share the general nature of their symptoms.

The second part is a role-play exercise in which Receptionists take it in turns to play the patient and the Care Navigator, using scenarios crafted from the earlier discussions with Practice Managers. This enables Receptionists to feel comfortable about engaging with patients in a more proactive manner and significantly increases the likelihood of a successful Signpost.

The Workshop Syllabus includes the following topics:

  • The background of Active Signposting and Care Navigation
  • Benefits to the Practice, patients and staff
  • Case studies of other Care Navigators, including videos of Care Navigators in Wakefield and London
  • Techniques to engage effectively with patients and manage typical patient concerns around discussing symptoms
  • Accessing, using and updating a Service Directory
  • The concept of Red Flags and the protocols to be followed
  • Scenario based Roleplay covering techniques, and implementation of Red Flags protocol
  • Timescales and process for introduction
  • Entering and Recording Signposting data for later analysis
  • Summary and Questions

Service Directory 

In the initial stages of the introduction of Active Signposting, Receptionists are likely to use a range of existing informal paper based address books, notebooks, telephone directories, scraps of paper and personal knowledge. To make Active Signposting truly effective however, the knowledge base should be collated and held in a single online directory, accessible to Receptionists throughout the Practice.

The Service Directory Development

DNA Insight can create, introduce, host and manage the Directory web-based application for Locality based Practices, populating it with the normal categories of service provider expected and required within the Signposting process.

Updates to the directory are subsequently completed using simple online forms, responsibility for which can be shared with all receptionists or restricted to nominated Admin staff. Ongoing telephone based support is provided to users for any queries that may arise or help that is needed.

Benefits for Practices

The ‘Reception Plus’ Programme frees up GP time, releasing up to 26% of demand for GP consultations in those Practices that embrace it fully. It makes more appropriate use of each Practice team member’s skills and increases job satisfaction and self-esteem for Receptionists.

 

 

 

 

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